Service Representative Customer Care

SONJA LEFTWICH

***** ****** ****** • SUITE *** • EUCLID, OH 44117

CELL (216) 322 – 5131 • E-MAIL: ***********************@*****.*** CORE COMPETENCIES

More than 25 years expertise in supporting Sole Proprietors, Limited Liability Companies, Sub-Chapter S Corporations, Non- Profit Corporations, and C-level executives in their entrepreneurial endeavors relevant to the administration of their success including business, sustainability, and web/social media planning, client relationship management, service and retention, business, strategy, and funds development, mentoring and training, and marketing services, while enhancing their operational efficiency. Additionally, our Financial services experience has provided our clients specialized tax practice expertise for individuals and business clients alike, who have the responsibility of annual filings, tax resolutions for the development of incorrect business structures, marital separation and divorce, and lack of regularly filing. Our Property & Casualty Insurance offerings have allowed us to protect our clients’ commercial and personal assets as part of their investment strategy.

• Business Consulting & Client Administration

• Contract Development & Negotiation

• Licensed Property & Casualty Insurance Agent

• Sales Administration, Client Service & Retention Strategies

• Grant Research & Proposal/Funds Development

• Agile Education by Scrum, Inc.

• Internet Research & Correspondence Development

• Process Improvement, Development, & Training

• Planning, Scheduling & Internal/External Coordination

• Tax Assistance - Corporate/Individual

(Unenrolled Agent for IRS – PTIN/CAF)

• Housing Program Development

PROFESSIONAL EXPERIENCE

5/2013-Present J&S Marketing Resources, Cleveland, OH Business Services Consultant

• Analyze regulatory, operational, development, and implementation requirements of clients existing and startup businesses.

• Advise clients of various business services required to support their growth or business development priorities.

• Structure businesses on behalf of clients for industries such as healthcare, residential care, real estate investing and development, restaurants, catering, promotions, clothing, transportation, automobile sales and repair, and construction trades including securing any required licensing and certifications.

• Implement and conduct client services such as business planning, owner and staff training, marketing management, resource development, client relationship development and management, grant research, and proposal development, and business tax preparation.

• Cultivate and negotiate collaborative relationships to assist clients in minimizing financial risk and gaining program participant services completion.

• Develop client training material, as well as conduct required training sessions for business owners and their staff members.

• Identify complimentary services and products that align with clients’ needs to achieve additional revenue streams.

• Ability to influence cross functionality and drive alignment towards client experience deliverables.

• Identify digital, software and hardware solutions for clients as required to engage best practices in operational efficiency. 7/2012–5/2013 GMAC Insurance, Cleveland, OH Retention Administrator

• Increase the retention of financial services clients by 40% through product and billing analysis.

• Assist in developing commission structure for newly instituted Retention Department by suggesting metrics that will save and increase the employer’s client retention revenue stream such as increasing policy terms, adding chargeable coverage lines, increasing current coverage limits, implementing paid in full and special organizational discounts, issuing age specific exceptions, and implementing minimal reinstatement permissions to enable new policy issuance using current rate revisions. 9/2010–10/2011 Sedgwick CMS, Cleveland, OH Customer Care Professional (American Express Products)

• Provide Car Rental Loss and Damage Insurance policy explanations, coverage upgrades while maintaining service levels, claims processing, systems consistency and service quality to exceed the expectations of the client and employer.

• Supply claimants, auto rental agencies, and medical providers with verbal/written status updates relevant to required documentation, payment issuance and adjuster notifications to support expeditious claims resolution.

• Create procedural documentation, weekly call/quality reporting and presentations on behalf of the manager.

• Provide an improved and accelerated claims experience for clients experiencing property & casualty claims involving rental vehicles through active listening abilities, claims process explanations, prematurely requesting medical records and police reports and other required documentation to facilitate the claims process on behalf of the adjuster. Sonja Leftwich Professional Resume Page 2

PROFESSIONAL EXPERIENCE (CONT.)

10/2008–5/2010 State Farm Insurance, Cleveland, OH Sales Administrator 2009 Accomplishments: 3rd Place New Agent for Ohio, Winner of “Stick a Fork in ‘Em” Sales Promotion and Winner of Travel Promotion.

• Increase agency sales by more than 30% and client retention by 20% in a 12-month period through the development of a Property & Casualty online sales quoting and closing system.

• Develop prospect spreadsheets to manage data for importing into mainframe sales system.

• Develop marketing strategy and materials for Generation Y to increase the agency’s market share.

• Create telemarketing scripts and provide training for college interns. 11/2007–8/2008 Progressive Insurance, Cleveland, OH Commercial Auto Insurance Sales & Service Representative

• Sell and service commercial auto insurance policies for licensed agents and insureds in 47 states including issuing quotes, endorsements, rewrite policies, issue renewals, reinstate policies and issue billing requests.

• Provide Tier 1 underwriting compliance relevant to commercial vehicle type and use, business type, credit and driver compliance, and all other requirements of standard commercial auto and dirt, sand, and gravel national industries.

• Document account notes for each inbound/outbound call to maintain adequate transactional history for legal purposes.

• Fax, email, and mail proofs of insurance as required.

• Explain policy coverage and premium changes to clients as requested.

• Provide information on process improvements to be implemented in quarterly system enhancements. 4/2004-5/2006 Touch of Elegance Party Center, Cleveland, OH Sales Manager

• Responsible for developing office management and sales processes to attain business/sales goals of a newly obtained banquet facility offering facility rental, catering, beverage, décor, audio visual services, and entertainment services.

• Develop and implement all organizational templates for proposals, sales letters, inter-office memos, invoices, requests for quotation, service orders, and various reports to initiate operational consistency to support brand development.

• Process bi-weekly payroll through ADP, as well as maintaining accounts payable and receivable, POS reporting and deposits, employee and sales tax records and payments, and partnership tax documents.

• Develop and issue Requests for Quotation (RFQ) for furniture, food service equipment, lighting, facility repairs, and food and beverage inventory, as well as negotiating final pricing and terms. EDUCATIONAL EXPERIENCE

Aug. 2022 Registered Product Owner (ID#RPO-5059057), Agile Education by Scrum, Inc. Oct. 2016 Life & Health Insurance Licensing Coursework, Hondros College Aug. 2013 A.A.S. Liberal Arts/Small Business Management, Cuyahoga Community College Dec. 2007 Ohio Property & Casualty License #752538, Hondros College Dec. 2002 Seed Program, Entrepreneurial Development, Cuyahoga Community College Dec. 2002 Master CIW, E-Commerce & Marketing, Cuyahoga Community College Apr. 2001 Certificate, Windows 2000 Advanced Server, New Horizons Sept. 2000 Leadership Cleveland, Cleveland State University, College of Urban Affairs May 1998 Certificate, PC Hardware Troubleshooting, Cleveland State University May 1998 Certificate, Microsoft 803: Administering MS Windows NT Workstation 4.0 & NT Server, XLConnect

(now XeroxConnect)

Mar. 1996 Certificate, Myers-Briggs Personality Typewatching, Cleveland State University, Self-Test Results: ESTJ

(Extroversion, Sensing, Thinking & Judging)

May 1995 Certificate, Microsoft Access 2.0 Basic & Intermediate Functions, Executrain May 1992 Certificate, Engineering Quality Training, Middough Associates, Inc. Apr. 1991 Certificate, Word Perfect 5.1 Graphic Tables & Equations, Mentor Technologies

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